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Agents

Managing agent profiles, performance tracking, and the agent portal

#What is an Agent?

An agent in TotalView represents a call center operative. Agent profiles exist independently of user accounts — you can track and analyze an agent's calls without giving them platform access.

When you do grant platform access, agents get a self-service portal showing their personal performance, pending tasks, and coaching materials.

Key distinction:

  • Agent profile — A record in the system linked to calls for performance tracking
  • User account — Login credentials for accessing TotalView
  • Agent linking — Connecting an agent profile to a user account, giving them their own dashboard

[SCREENSHOT: Agents list page showing agent cards with sparklines and scores]

#Managing Agents (Manager View)

#All Agents Page

Navigate to Agents in the sidebar to see the organization-wide agent list.

Each agent card shows:

  • Agent name and status (Active, Invited, Archived)
  • 6-week quality score sparkline
  • Total calls in the selected period
  • Average quality score

Use the controls:

  • Time Period Picker — Change the date range for stats
  • Search — Find agents by name
  • Campaign Filter — Show only agents assigned to a specific campaign

#Creating an Agent

  1. Click Create Agent.

  2. Enter agent details:

    • Name (required)
    • Agent Code (required) — A unique identifier within your organization (e.g., employee ID)
    • Email (optional) — Required if you want to invite them to the platform later

  3. Assign to campaigns — Select which campaigns this agent works on.

  4. Click Create.

The agent profile is now active. Calls can be linked to this agent for performance tracking.

#Agent Statuses

Status Meaning
Active Agent is active and calls can be linked to them
Invited Agent has been invited to the platform but hasn't accepted yet
Archived Agent is no longer active; historical data is preserved

#Agent Detail Page

Click an agent's name to open their detail page. This is the manager's view of an individual agent.

#Stats Cards

Stat Description
Total Calls Number of calls linked to this agent in the selected period
Avg Score Average quality score (color-coded: green ≥80, amber ≥60, red <60)
Flagged Count Calls flagged for review
Pending Scorecards Scorecards waiting for the agent's response

#Profile Tab

  • Peer Comparison Chart — Agent's score trend vs team average over 6 weeks
  • Weak Checks — Bottom 10 quality checks by pass rate (30-day window). Shows where the agent struggles most.
  • Recent Calls — Last 10 calls linked to this agent with score badges
  • Pending Scorecards — List of scorecards awaiting completion
  • Goals — Active performance goals with target/current values and progress
  • Coaching Notes — Recent notes from managers with timestamps
  • Campaign Assignments — Which campaigns the agent is assigned to

#Coaching Tab

Shows the agent's coaching history:

  • Active and completed coaching bundles
  • Bundle statuses and responses
  • Historical coaching engagement

#Actions

Action What It Does
Edit Agent Update name, code, email, or status
Invite to Platform Send a platform access invitation (requires email)
Add Note Create a coaching note visible to the agent
View All Calls Navigate to campaign calls filtered to this agent

#Inviting Agents to the Platform

By default, agents are tracked in TotalView without their own login. To give an agent self-service access:

  1. Ensure the agent has an email address set in their profile.

  2. Click Invite to Platform on the agent's detail page.

  3. The agent receives a magic link email to create their account.

  4. Once accepted, the agent profile is linked to their user account, and they see the Agent Dashboard.

Note: Agents sign in through the dedicated Agent Portal login, not the main login page.

#Agent Campaign Assignment

Agents are assigned to specific campaigns. This controls:

  • Which campaigns' calls can be linked to the agent
  • Which campaign analytics include the agent's data
  • Which campaign's checks are evaluated on the agent's calls

To assign an agent to a campaign:

  1. Open the agent's detail page.
  2. View the Campaign Assignments section.
  3. Add or remove campaign assignments.

#Agent Dashboard

When an agent signs in, they see a personalized dashboard focused on their own performance.

#Welcome Section

  • Greeting with the agent's name
  • Pending tasks badge (if there are items needing attention)
  • Quick actions: "Complete Scorecards" button

#Coaching Pack Banner

If there are coaching packs waiting for the agent's response, a prominent banner appears with:

  • Count of packs needing response
  • Details of the oldest unreplied pack
  • Respond Now button to jump directly to coaching

#Performance Stats

  • Monthly statistics — Calls, average score, flagged calls
  • Overall stats — Average score, total calls, highest and lowest scores
  • Trend indicators — Score and call trends month-over-month
  • Period selector — Switch between 3, 6, and 12 month views

#Goals Widget

  • Active performance goals with progress bars
  • Target vs current values
  • Days remaining and at-risk indicators
  • Campaign or check association for each goal

#Coaching Stats

  • Active coaching packs count
  • Unreplied packs count
  • Completed packs count
  • Age of oldest unreplied pack

#Pending Scorecards

  • Up to 4 pending scorecards with template name, call reference, and due date
  • Overdue indicators
  • View All button to see all pending scorecards

#Coaching Packs Section

List of coaching bundles with status badges:

  • Needs Response — Requires the agent's input
  • Acknowledge — Waiting for agent to confirm in-person coaching
  • Submitted — Response sent, awaiting manager review
  • Acknowledged — In-person coaching confirmed
  • Concluded — Bundle completed

#Agent Flag Rules

You can set custom flagging rules per agent to catch performance issues proactively:

  1. Navigate to the campaign's flagging rules (in campaign settings).

  2. Add an agent flag rule:

    • Select the agent
    • Set the condition (e.g., "Score below 60%")
    • The agent's calls matching the condition are automatically flagged for review

Agent flag rules supplement the campaign-wide flagging threshold, letting you set stricter monitoring for agents who need more oversight.

#Troubleshooting

#Agent's calls aren't showing on their profile

Symptoms: Agent has calls in the campaign but their profile shows zero. Cause: Calls aren't linked to the agent profile. Solution:

  1. Open individual calls and use Link Agent to connect them.
  2. For SFTP uploads, check the file naming pattern or CSV metadata for agent matching.
  3. For bulk uploads, verify agent matching rules are configured.

#Agent can't sign in

Symptoms: Agent receives an invite but can't access the platform. Cause: They may be using the wrong login page, or the invite has expired. Solution:

  1. Ensure the agent uses the Agent Portal login (not the main login page).
  2. Resend the invitation if it has expired.
  3. Verify the email address matches what's in the agent profile.

#Agent dashboard shows "No agent profile linked"

Symptoms: Agent signs in but sees an error instead of their dashboard. Cause: The agent's user account isn't linked to an agent profile. Solution: A manager needs to link the agent's user account to their agent profile from the agent detail page.

#FAQ

#Can an agent belong to multiple campaigns?

Yes. Agents can be assigned to multiple campaigns simultaneously. Their performance is tracked per-campaign and also aggregated across all campaigns.

#What's the difference between an agent and a user?

An agent is a call center operative whose calls are analyzed. A user is someone with a login to TotalView. Agents can exist without user accounts (for tracking only), or they can be linked to user accounts for self-service access.

#Can agents see other agents' data?

No. Agents can only view their own calls, scores, coaching, and scorecards. They have no access to other agents' data or the review queue.

#What happens when I archive an agent?

The agent's historical data (calls, scores, coaching) is preserved. No new calls can be linked to an archived agent. You can reactivate them later.

#Role Access

Action Agent Manager Compliance Officer Senior Manager Owner
View own dashboard Yes — — — —
View all agents — Yes Yes Yes Yes
Create agents — Yes Yes Yes Yes
Edit agents — Yes Yes Yes Yes
Invite to platform — Yes Yes Yes Yes
Archive agents — Yes Yes Yes Yes
Add coaching notes — Yes Yes Yes Yes
View agent performance Own only Assigned campaigns All campaigns All campaigns All campaigns